Customer Support Coach - NORAM
Core
Advocate for hotel partners by resolving inquiries, troubleshooting escalated issues, and fostering relationships to drive software adoption and retention.
Role type
Customer Support Coach (Hospitality SaaS)
Builds
Customer support resources, training materials, and feedback loops for the hotel PMS platform.
Domain
Hospitality technology / Property Management Systems
Deliverable
client delivery
Required skills
Front-of-house hospitality operations experience, multi-channel support (phone/email/chat), troubleshooting, relationship building, feedback gathering, system adaptability
Preferred skills
Spanish or Portuguese fluency, previous customer service experience
Technologies
Cloudbeds PMS platform, internal training systems
Responsibilities
Resolve customer inquiries via phone, email, and chat; troubleshoot and make outbound calls for escalated issues; gather customer feedback for future software releases; create and update training materials and support resources.
Seniority
Individual Contributor, 1+ years experience
